Four Points by Sheraton York

The room was clean and seemed well maintained, but the breakfast issue really affected my stay. I booked through Booking.com and paid extra for breakfast. When I went downstairs at 9:30 am on Saturday, December 6th, the front desk employee said I had to pay. I showed the proof on my phone, but she kept insisting breakfast wasn’t included because it wasn’t showing on her computer. She wouldn’t look into it and told me to sort it out with the third party. I had to ask her to tone down her attitude. I wasn’t trying to argue, just show that I had paid. It felt like she didn’t care. She could have checked the confirmation email or offered to help, but instead told me, “No, you don’t have breakfast and I don’t have to give it to you.” She wanted me to call Booking.com, which only added stress. I reminded her that customers are entitled to something listed as included when they pay for it, and mentioned that it could be a deceptive or unfair practice under UTPCPL. The troubling part is that I overheard several other guests having the same problem during my stay. It seems to be a recurring issue, with the hotel blaming the guest or booking site instead of helping people who say they paid for breakfast. This wasn’t just a one-time misunderstanding, and it doesn’t seem fair. The hotel itself is clean and comfortable, but the repeated breakfast problem and the poor response from staff really hurt the experience. I hope management looks into this pattern affecting multiple guests.

The staff were top notch, and the gym was great. Still, I’m not sure I’d stay again unless I had no other options. My first room smelled strongly of pool chlorine, so I changed rooms. The next one smelled fine, but it looked like a quick, cheap renovation: the trim seams had gaps about a centimeter wide, the nightstand veneer was missing, and there was no overhead light, which made the room feel creepy. The gym bench also had no adjustment knob, so it wasn’t adjustable. That made me wonder whether the equipment was being maintained and whether it could be dangerous.

We booked a suite for six, but they “upgraded” us to a room for two with a couch that didn’t even pull out. When we said we’d been told it did, the staff laughed at us. They wouldn’t admit the mistake or fix it, so one adult and our six-month-old had to sleep on the floor. The hard tile floors were filthy, as were the rooms. Towels were stained, and with no towel racks in the bathroom, they’d been left on the poorly cleaned toilet. We showed proof that we’d booked for six, but they refused to refund even a penny. Samuel, the GENERAL MANAGER, was a callous jerk and needs a new career. This was by far the WORST hotel I’ve ever stayed in. I’ve traveled plenty, and a local motel would have cleaner rooms and better staff. DO NOT GIVE THEM YOUR BUSINESS!!

I booked through Expedia, but the hotel charged me again when I arrived. At first, someone at the front desk said they’d refund me when we left. When I was checking out, she changed her story, yelled that it wasn’t her problem, and even threatened to call the police. After I contacted Expedia again, she told them something different and said it would take 5-7 days to get the money back. She’d previously said it would be returned sometime after I left. I still haven’t received it, and I found the whole situation extremely frustrating and upsetting. That woman should be better prepared to work at a front desk. I chose this hotel because of the pool, but it was dirty. The whole stay was terrible. 😔